Knock Your Socks Off Service Recovery

by Ron Zemke

May 1, 2000 | Trade Paperback |

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Cancelled flights, damaged goods, botched bills, locked-up software -- these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again! But these mad-as-hell customers can be wooed back through skillful, planned "service recovery". And, surprisingly, customers who experience world-class Knock Your Socks Off service recovery become your most loyal customers -- and are a source of continuing business for years to come.

Building on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an upbeat primer on creating a first-class recovery system. Enlivened by John Bush''s witty illustrations, the book explains:
-- The economics of recovery -- what it costs when you lose customers, and how little it can cost to win them back
-- The processes, policies, and technology a company must have to ensure an effective, real-time recovery system
-- The manager''s role in sustaining an outstanding recovery system -- through training, coaching, empowering, supporting, inspiring, and rewarding great service providers.

Format: Trade Paperback

Dimensions: 160 Pages, 5.91 × 8.66 × 0.39 in

Published: May 1, 2000

Language: English

The following ISBNs are associated with this title:

ISBN - 10: 081447084x

ISBN - 13: 9780814470848

Found in: Customer Service
Appropriate for ages: 17

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Knock Your Socks Off Service Recovery

Knock Your Socks Off Service Recovery

by Ron Zemke

Format: Trade Paperback

Dimensions: 160 Pages, 5.91 × 8.66 × 0.39 in

Published: May 1, 2000

Language: English

The following ISBNs are associated with this title:

ISBN - 10: 081447084x

ISBN - 13: 9780814470848

About the Book

Based on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an upbeat primer on creating a first-class recovery system--showing what it costs to lose customers and how little it can cost to win them back.

From the Publisher

Cancelled flights, damaged goods, botched bills, locked-up software -- these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again! But these mad-as-hell customers can be wooed back through skillful, planned "service recovery". And, surprisingly, customers who experience world-class Knock Your Socks Off service recovery become your most loyal customers -- and are a source of continuing business for years to come.

Building on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an upbeat primer on creating a first-class recovery system. Enlivened by John Bush''s witty illustrations, the book explains:
-- The economics of recovery -- what it costs when you lose customers, and how little it can cost to win them back
-- The processes, policies, and technology a company must have to ensure an effective, real-time recovery system
-- The manager''s role in sustaining an outstanding recovery system -- through training, coaching, empowering, supporting, inspiring, and rewarding great service providers.

About the Author

Ron Zemke is senior editor of Training magazine and author or co-author of 23 books, including the bestselling Knock Your Socks Off Service series, Knock Your Socks Off Selling, and Service America! His work with organizations such as Ford Motor company, Microsoft, and Wendy's International bring him face-to-face with the pressures of the cross-generational workforce. He lives in Minneapolis.

From Our Editors

 

No matter how prepared your business is, at some point you're bound to run into some service screw-ups. From damaged goods to a mix-up in bills, it's these mistakes that are responsible for losing customers. Ron Zemke and Chip R. Bell will reassure you that it's easy to get these customers back with the right approach. In Knock Your Socks Off Service Recovery, readers will learn how to make these dissatisfied customers become your most loyal. The book examines such topics as the economics of recovery, policies that need to be firmly in place and the manager's role in the recovery system.

Appropriate for ages: 17

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